Position Overview
The Senior Account Manager leads the strategy and delivery for mid-to-large client accounts, serving as a trusted advisor to clients and a mentor to the account team. This role drives client satisfaction, revenue growth within assigned accounts, and campaign excellence by guiding cross-functional agency resources to deliver customized marketing solutions across digital, mobile, and traditional channels (retainers and projects).
Account Services plays a central role in our agency's success. We are expected to be proactive, solution-oriented client advisors who bring structure to complexity, help clients make confident decisions, and lead internal teams with clarity and accountability.
Key Responsibilities
- Lead strategic planning for client accounts, aligning initiatives with business objectives.
- Collaborate closely with creative, content, strategy, media, growth marketing and public relations teams to ensure campaigns and initiatives reflect the client's objectives and agency standards.
- Establish and maintain strong client relationships, acting as a trusted advisor and escalation point.
- Manage client expectations with the ability to recognize critical issues and resolve them strategically and diplomatically, with the support of the Group Account Director.
- Oversee execution of campaigns, ensuring all campaigns and initiatives align with timelines, budgets, and quality standards.
- Lead the process of identifying, solutioning, planning, and delivering proposals to support in-account revenue growth, including preparation of presentation decks.
- Negotiate, manage, and forecast revenue for Statements of Work (retainers and projects) and Change Orders.
- Mentor Account Managers and Account Coordinators, fostering skill development and accountability.
- Understand client industries, goals and internal pressures, and marketing trends to act as a thought leader and trusted partner.
Performance Metrics / Success Criteria
- Client satisfaction, retention, and account revenue growth.
- Delivery of high-quality campaigns/initiatives on time and within approved scope and budget.
- Contribution to revenue growth through strategic account initiatives.
Required Skills & Experience
- Proven success guiding multi-channel marketing initiatives for clients in casino, gaming, hospitality, or entertainment, demonstrating the ability to translate industry insights into effective strategies.
- 4+ years of experience in account services or client management within a full-service or digital-focused agency. Senority level in role determined by years of experience; more senior candidates may be considered for Account Director role.
- Demonstrated ability to manage multiple accounts of varying size and complexity in a fast-paced environment.
- Experience in developing goals and requirements, project plans, and managing budgets.
- Strong team management and client relationship skills.
- Proven experience driving in-account growth and delivering strategic marketing solutions.
- Deep understanding of integrated marketing, including digital (online media, apps, websites, SEO, social media, etc) and traditional channels (PR, creative, offline media, etc.).
- Exceptional communication (oral and written), presentation, and relationship-building skills.
- Ability to address client feedback and requests, while maintaining healthy client and internal relationships.
- Proficiency with project management (agile methodology preferred) and reporting.
- Problem-solving skills and a solution-oriented approach to client and team management.
- Driven to accept responsibility and accountability for work while seeking opportunities for additional challenges and growth.
Reporting Lines & Team Structure
- Reports to: Account Director or Group Account Director.
- Direct Reports: Account Coordinators (at times).
- Collaborates with: Creative, Media, Strategy, Web Development and other internal teams.
Growth & Development Opportunities
- Exposure to strategic account leadership and revenue-driving initiatives.
- Opportunity to lead a book of accounts as a future Group Account Director.
- Development of leadership, mentorship, and agency-wide influence.